Customer Operations Manager - French Job at Microsoft Corporation (Bucharest)

Job Description

The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers. The Customer Operations Manager role requires fluency in both English and French to effectively support our customers and ensure smooth communication across all transactional and customer service activities. You will be expected to interact directly with French customers and internal stakeholders. The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Microsoft's mission is to empower every person and every organization on the planet to achieve more.

Job Responsibility

Contracting and Order Management: Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials
Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month
Billing Management: Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices
Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills
Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status
Customer Service: Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues
Oversee the daily operations of the customer service team to ensure quality standards are met and maintained
Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance
Handle escalated customer service issues and complaints in a professional and efficient manner
Work closely with other departments to resolve customer issues and ensure a positive customer experience
Develop and implement processes and procedures to streamline the customer service operation
Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible
Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews
Operations Excellence: Optimization and Process improvement: Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery
Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts
Stakeholder Management (Field, Partners, Customers): Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups

Requirements

Fluency in French, with the ability to communicate effectively with both external and internal customers/stakeholders, including writing, reading, and speaking
Bachelor's degree in business, Operations, Finance or related field AND operations, program management or process management work experience OR equivalent experience
Experience in contract, order and pipeline management, and billing execution, ensuring financial accuracy, compliance, and risk management, with demonstrated capabilities in customer service, stakeholder engagement, process optimization, and operational excellence
On site presence minimum 3 days/week

Nice to have

Experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations
Experience with similar industry Business Value deal constructions
Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments
Experience providing direct support for (Microsoft) Volume Licensing sales and support lifecycle
Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers

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Customer Operations Manager - French

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Job Responsibility

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